ComplaintsforStokke LLC

• Initial Complaint

  06/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On May 29, 2024, I initiated a transaction with **** ***** ****** for the acquisition of 2 Stokke ***** Strollers to be fulfilled by Stokke LLC, priced at $120.00 each, plus applicable taxes. Despite multiple interactions via both chat and phone with **** representatives, wherein I was explicitly assured that my purchase would entail the delivery of strollers, evidenced by Case # ********, the delivered item was not a stroller but rather a color pack. Both my emailed receipt and subsequent shipping notification unequivocally confirm the purchase of two ***** strollers to be fulfilled by Stokke LLC. Upon bringing this discrepancy to the attention of ****, I was informed that I could return the incorrect item, yet **** expressed inability to fulfill my original order as per the terms agreed upon at the time of purchase. The aforementioned sequence of events, substantiated by the documented evidence I possess, strongly suggests that Stokke LLC who fulfills ****’s ***** orders has engaged in deceptive advertising practices and has failed to uphold their contractual obligations. Consequently, I demand immediate rectification of this matter, including but not limited to the fulfillment of my original order at the agreed-upon price.

• Initial Complaint

  12/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered a high chair from this business. The shipper that this vendor uses (*****) is refusing to deliver the product despite us following all delivery instructions, leaving notes, etc. When contacting Stokke, they told us that it wasn't their problem and to deal with *****, who has already told us that they won't make a proper delivery attempt. If I'm paying $500 for a high chair, why is it my responsibility to manage the shipper relationship instead of the vendor? We paid for a product and did not and will not receive it.

  Business response

  01/03/2024

  ***** ******** ******** ***** ********** ******* ** **** **** ** *** ************** *** ****** ** ******** ******* ********************* ******** ********* *** ***************** ***** ******* *********** **** **** ******* *****
  We acknowledge receipt of your complaint ID: 20974544 concerning the order placed by ***** *******. The customer made the purchase on December 3rd, 2023 (order# **********), at 5 pm EST, and the item was successfully delivered on December 8th, 2023, with tracking numbers *************** and ***************.
  It's important to highlight that our standard shipping period is 7-10 business days and potentially longer during peak holiday periods and customers are provided with real-time tracking information once their items are shipped. I presume that the customer did not provide you with any update. These details are also readily available on our website at **************. In the rare instance of any discrepancies, customers have the option to dispute charges with their credit card/payment issuer.
  At this point, there is no further action required on our end. If you have any additional concerns or questions, please feel free to reach out.
  Thank you.
  
  Best regards/******* ******,
  Michelle R*******
  Tel: ###-###-#### 
  
   
  
  

• Initial Complaint

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a Stokke Jet Kids Bedbox on 5/27/23. It arrived the next day on 5/28/23. After two uses inside the airport and inside an airplane, the wheels stopped working due to hair build up. There is no way to clean the hair out due to the design . This product was used exactly as intended. It was used inside the airport/airplane twice. And now the wheels don't spin. This is no fault of my own. I spent an hour trying to clean the hair out. But due to the design, there is no way to remove it with out removing the wheels. This is unacceptable for a product at this price point and for your company not to honor the warranty.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hi there! I have ordered a high chair for my infant (order #********), exactly a month ago. The chair arrived a few days later, packaged poorly, and with a broken off piece on the bottom of the leg, which of course made it unstable. We have then tried to contact the customer service. I tried calling but they are not taking calls due to high call volume. We then submitted a request to customer service on 09/19 (#********) and a product reclamation form on 09/22 (#********). The only response we have received in that time is to tell us to do a reclamation form (which had already been done). In the meantime, we have tried calling every day, contacting them through ******** and the company's website, where there is a chat bot. We have never been able to reach anybody at all, and I have just submitted a second reclamation (#********), which will also be ignored. We are contacting the BBB to see if there's any way that we could have help in reaching a customer representative who can help us--- and we also wanted to make the BBB aware of this horrific lack of customer service by the company as we're sure we're not the only case.

• Initial Complaint

  10/05/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a stroller the ******* **** and within 24hrs I reached out to customer support to cancel the order since I received the item as a gift. I submitted a case and received an automated email with a case number. In the email they informed that someone from customer support will reach back and no one has reached back. I have called the customer support number ###-###-#### and also filled out the contact us form. Again no one has reached out back to me. Now I have to return the item and pay a restocking fee which is unfair since I"ve been trying to cancel this order before it was shipped out.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The ONLY way you can get in touch with this company is to email. Although very inconvenient, we finally received a response after 20 days (sent an email 08/04/22 and received a response 08/24/22, After spending over $1700 on a stroller - I did not write them an email with respect to other issues we were having like the wheel construction - which we fixed it ourselves - or the cheap quality handle that looks like it has been very abused. I simply asked them if I could have replacement cover for the limited edition stroller - or at the very least, a couple new snap buttons. As we have a new born- I wanted to protect him from the elements as water has entered the chassis which we had registered our product with extended warranty. The response I received from Stokke was that they looked up my account - which they did not ask me for the model number and said we are outside the warranty period even after acknowledging they have 2 year manufacturer warranty + 1 year extended warranty. (We purchased just before covid). You would think spending a lot of money on an expensive stroller that there would be better customer service - or at the very least - to be able to obtain something as simple as a couple snap buttons. Now I dread waiting for an additional 20 days for a response... with colder weather approaching - I have resorted to the BBB for intervention.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Purchased a high chair (***** *****) which usually cost $299 but I paid $329 for an edition that allowed engraving; also a 2nd item (tray for the high chair). I had issues doing the order online email requesting help but eventually found a work around on my own. Other than the order verification (********) email, only received another email advising there was a shipment on the way. No tracking number and still no response yo my initial email I try to email again. Still no response to both emails, received the chair with NO engraving and NO tray, Tried to call consumer support (even retailer support) I was instructed to send an email (ANOTHER). Also tried to do an online connection (not sure if it would have been a bot or human being because the only thing that loaded was a message that they were too busy and to email. Sent a 3rd email and still no response and 10 days have transpired. Fortunately the tray arrived separately, and I had to keep checking the building lobby every time of the day because remember no tracking. What I would like: an apology would be nice, but what I would really like is for the customer service to not be a fantasy. I also wanted an RMA to return the chair without tje engraving but they took too long and I have started using it already, I would like the piece that gets the engraving to be mailed with a tracking number and the requested engraving.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I would like to make a complaint and hope to resolve my issue. I am filing the complaint against Stokke customer service. My order number is ********. I purchased a ***** ***** high chair in the total amount of $412.34 on 6/16/22. I received the product on 6/19/22 and need to return it as it does not work for my son and seems unsafe for him. The customer service line was closed so I sent an email that same day 6/19/22 requesting a return authorization. I received an automated email stating my case number ******** and that someone would return the email as soon as possible. I sent a follow up email on Tuesday 6/21/22 with again, no reply. It is now Friday 6/24/22 and nobody has emailed me. I have called everyday since Monday and am on hold for lengthy periods of time so I have hit “2” to request a call back and nobody calls back. It is impossible to reach anyone from this company and all I would like to do is return my product for a full refund. It is unused and everything is packaged in the original packaging it came with. I can provide the emails I sent as well as the days and times I have reached out to call them as well. This is so frustrating given the price I paid for this item and there is no available customer service. Again, all I would like to do is return this item. Thank you.

  Customer response

  07/22/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩